Terms & Conditions
Terms & Conditions | Kenwood Travel
Your contract is with Kenwood Travel LTD, a Member of ABTA & ATOL.
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Package Holiday Bookings
1. Your holiday contract
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts.
2. Your financial protection
We provide full financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 5664. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme (or your credit card issuer where applicable).
3. ABTA
We are a member of ABTA, membership number 7456X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of this contract. The scheme is arranged by ABTA and administered independently. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn’t apply to claims, which are solely in respect of physical injury or illness or their consequences. It can, however, deal with claims, which include an element of minor injury, or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.
ABTA is launching a new, independent Alternative Dispute Resolution (ADR) Scheme for Personal Injury. The conciliation scheme is a simple and cost-effective means for Members and consumers to resolve personal injury claims, including holiday sickness claims, up to £10,000.
ABTA’s independent ADR Scheme offers travel companies and holidaymakers a means of resolving complaints without the need to go to court, which can be costly and time-consuming. ADR decisions take no longer than eight weeks from start to finish. Additionally, with ADR there is no need for the holidaymaker to work with a claims management company, meaning that they would receive any award in full. The scheme is administered by the Centre for Effective Dispute Resolution (CEDR), which is approved by the Chartered Trading Standards Institute (CTSI). Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
4. Your holiday price
1) All prices are subject to availability. We reserve the right to alter the prices of any of the holidays shown on our website and other media channels. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. Any booking request made on our website is subject to availability. When making a booking online or over the phone, a small deposit or full balance (depending on date of travel) will be taken. Should the reservation not be confirmed, we will inform you as soon as possible to discuss alternative options. If the alternatives are not acceptable, you are free to cancel your booking with a refund.
1.a) After your booking has been confirmed you may find that the cost of exactly the same holiday has changed. Due to market forces there may be an increase or a decrease in the cost but this would not affect your booking. Our suppliers do not allow us to change a reservation, due to price changes, and once a booking has been confirmed the price of your holiday will not increase or decrease; subject to condition 4.3 in our Terms and Conditions.
2) When you make your booking you must pay a deposit of 10% of the total cost of your holiday, or a higher amount, which would be notified at the time of booking, and is non-refundable. The balance of the price of your travel arrangements must be paid at least ten weeks before your departure date. In certain circumstances you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. The price of your travel arrangements was calculated using the foreign currency exchange rates in effect at the time of your booking.
2a.) Once you have made a confirmed booking we will issue a confirmation invoice which will confirm all of the arrangements made, together with your personal details. The majority of the information stated on the invoice has been provided by the person making the booking and it would be that person’s responsibility to check all the details on the invoice to confirm that they are correct. Kenwood Travel will not be held liable if there is an error on the invoice, which has not been pointed out by the lead passenger.
3) Changes in the price of carriage of passengers resulting from changes to the cost of fuel or other power sources, the levels of taxes or fees chargeable for services applicable to the Package Holiday imposed by third parties not directly involved in the performance of the Package ,including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates relevant to the Package mean that the price of your holiday may change after you have booked. Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers. However, there will be no charge within 20 days of your departure nor will any refunds to decreases be paid during this period.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel services which excludes amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person. If this means that you have to pay an increase of more than 8% of the price of your holiday (excluding any amendment charges and/or additional services or travel services), you will have the option of accepting a change to another package if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of a lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid except for any amendment charges.
However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. It should also be noted that from time to time we may advertise special offers for exactly the same holiday as you have booked. The price may be lower, or even higher, but this fact would not change the price of your particular holiday booking, as the rates would have been set at the time you made the reservations. In other words if we advertise a holiday, which has the same details as your booking, but at a lower price due to a one off deal with our suppliers, then section 3 would not apply.
4) All monies you pay to the travel agent are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
5. If you wish to change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation or destination, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or by calling through to our aftersales team 0n 02077499203. You will be asked to pay an administration charge of £75 per person and any further cost we incur in making this alteration. If, by changing your booking, there is an increase in the cost we will ask for a further 10% deposit on this amount if outside of 70 days or for the full amount in difference if inside 70 days of travel. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible.
Note: Certain travel arrangements (once airline tickets are issued or hotel stay during peak holiday periods) may not be changeable after a reservation has been made or paid in full and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Please note, any changes requested inside 42 days of travel, will be treated as per our cancellation terms of 100% loss unless otherwise advised that the holiday can be changed with any relevant fees applicable. If the change is possible, there will not be any reduction in the price you pay, if your new travel arrangements are lower in cost than your original booking.
If you have amended your booking multiple times, we do reserve the right to decline any further amendments and revert to our cancellation terms and conditions for your booking.
6. If you cancel your holiday
You, or any member of your party, may cancel your travel arrangements at any time. Since we incur costs in cancelling your travel arrangements, you will have subject to the below cancellation charges as follows:
Period before departure in which you notify us Cancellation charge
Outside of 70 days from travel Deposit only
69- 57 days from travel 50% of holiday cost
56-43 days from travel 75% of holiday cost
Inside 42 days of travel 100% of holiday cost
Note: In certain circumstances you may have been asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy.
7. If we change or cancel your holiday
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value and will ask you to pay the increase in cost if the arrangements are of a higher standard than booked), or cancelling your holiday and receiving a full refund of all monies paid. In some cases we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines on the website may be subject to change. Cancellation: We will not cancel your travel arrangements less than two weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if for example; the minimum number of clients required for a particular travel arrangement is not reached, or there is a significant and obvious error with the costing of your holiday. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value and will ask you to pay the increase in cost if the arrangements are of a higher standard than booked). In some cases we will pay compensation (see below).
Pricing Errors: Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
Insurance: If we cancel or make a major change and you accept a refund, we will consider an appropriate refund of your travel insurance premiums if you can show that you are unable to transfer or reuse your policy.
Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure Amount you will receive from us per person
Outside of 70 days from travel Nil
69 - 57 days from travel £ 20
56- 43 days from travel £30
Inside 42 days £40
Force Majeure: We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.
8. If you have a complaint or need assistance in resort
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and they who will endeavour to put things right. Alternatively please email customerservices@kenwoodtravel.co.uk with details of your concerns and a member of our team will be in touch as soon as possible. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.
It is strongly recommended that you communicate any complaint to our team without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. Please also see clause 3 above on ABTA.
Should you become ill whilst on holiday, you must report this to the relevant supplier (e.g. your hotelier) or by calling our Customer Services Department on 020 7749 7203. You must also consult a local doctor and make arrangements to visit your GP when you return to the UK. Should you then wish to make a claim against us as a result of that illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors.
You must not act in a fraudulent manner regarding any reported illnesses. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payments made to you in connection with the associated claim.
9. Force majeure
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.
10. Curtailment
If you abandon or cut short any element of your holiday and/or return home early in circumstances where i) you have no reasonable cause for complaint about the standard of accommodation and/or the holiday services provided, or ii) any lack of conformity could reasonably have been remedied via the provision of alternative arrangements by Kenwood Travel, your decision to curtail will be deemed elective. No refunds will be payable for any unused elements of your holiday, and we will not be in a position to assist with any associated costs that you incur while making onward arrangements and/or returning home. We will, however, be happy to provide you with general assistance upon request. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
11. Our liability to you
If the contract we have with you is not performed or is improperly performed by us or our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your travel arrangements. However we will not be liable where any failure in the performance of the contract is due to: you; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of the total cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
The contractual terms of the companies that provides the transportation for your travel arrangements. These terms are incorporated into this contract; and
(b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions.
You can ask for copies of the transport contractual terms, or the international conventions, from Kenwood Travel. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 7. If any payments to you are due from us, any payment made to you by the airline will be deducted.
NB. This clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
12. Prompt assistance in resort
If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.
13. Passport, Visa and Immigration Requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. We would advise that you must have at least 6 months validity on your passport, from the return date of travel.
14. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
15. Flight
Out of date range bookings (i.e. flights, accommodation) that can be made through us before such details on are released by the supplier/provider. Scheduled airlines for example, will generally not have their seats for sale until approximately 10 months before departure. Should this apply to you, we may not be able to confirm your exact airline, flight routing or flight times at the time of the booking and we will inform you of that at time of booking. We undertake not to increase the price if fares are higher than anticipated but in some circumstances will be in touch if we need to inform you of a difference in cost. If the flight seats do not become available or the cost increase we are unable to absorb, you will receive a refund of your deposit and that will be the limit of our liability.
Any amendments that we may make to the flight details, such as change in carrier, departure time and airport of departure would be considered as a minor change and would not be subject to any compensation or allow you to cancel reservations. The exception to this would be if the timings changed by more than 12 hours.
16. Weddings
All weddings must be booked in conjunction with one of our holidays. You must be over 18 to book a wedding package however local laws for your chosen destination will determine the minimum age to marry. Your preferred wedding date needs to be requested from the relevant overseas authority and should this date not be available or if we are unable to arrange a suitable date, you will be entitled to a full refund of monies paid.
Package inclusions will vary depending on the hotel and offer at the time of booking. Any offer we feature with a free wedding package, will have the option to upgrade at an additional cost for more inclusions to enhance your wedding in resort.
The exact legal documentation required for each wedding destination is subject to change and is set by each respective country. It is your responsibility to refer to the website of the relevant country you are travelling to for the most up to date information. We cannot be held responsible for any changes in legislation or for any resulting fees payable by the wedding couple in order to comply with these legalities. However, please be aware any local authority will make the final decision on whether the wedding ceremony can go ahead and we have no control over this decision. It is also your responsibility to ensure original documentation is carried with you otherwise your wedding may not be able to proceed.
In general, our wedding packages once confirmed are non refundable, and should you need to amend your wedding arrangements will result in cancellation charges. If a change is possible withoutt cancellation charges, we will inform you of any administration fee and new costs applicable.
17. Special Requests
Any special requests must be advised to us at the time of booking or if after your booking is made, please email admin@kenwoodtravel.co.uk with your requests.
Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as an agent) to try and arrange your special requests; we cannot guarantee that they will be fulfilled. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us.
Unless otherwise advised of complimentary transfers as part of your package, our holidays do not include transfers from airports/hotels/cruise ports and vice versa. Transfers can be arranged at the time of booking or if you wish to add these on after your booking has been made, please contact our team on 02077497203 or email admin@kenwoodtravel.co.uk
18. Credit card charges
We do not make a charge when you pay by either a credit or debit card, unless you wish to use a corporate card, in which case you should check with your consultant.
19. Connecting flights
Where domestic or international internal flights are booked, either by Kenwood Travel or by the client directly with the airline, we are unable to accept liability for any change in flight time by the carrier that would affect your onward or return travel arrangements. Where we have made reservations for domestic or internal scheduled flights payment must be made at the time of booking and is non-refundable. This would be in addition to our standard deposit.
Our website is our responsibility, as your tour operator. It is not run on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. Please note that in accordance with Air Navigation Orders in order to qualify for infant status, a child must be less than 2 years of age on the date of its return flight.
20. Website content
At Kenwood Travel, we make every effort to ensure the accuracy of our website, and that the pricing is correct.
The ratings featured on our web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country. We endeavour to provide photographs and illustrations that give the Customer a depiction of the Services offered. The purpose of these photographs and illustrations is to show you the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose.
Kenwood Travel are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Hotels and ships may change facilities and property features without prior notification to Kenwood Travel. Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. Also, there may be an additional charge for extra beds or cots. Therefore, if you have a special requirement please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
21. Eligibility to travel
As a UK tour operator, some of our hotel and flight rates may not be available to non-UK citizens, or expatriates living abroad. Therefore, when making a booking, you must advise us immediately if you hold a non-British passport, are a citizen of the country you are visiting, or are domicile in another country. Failure to advise Kenwood Travel of your status may result in additional costs or cancellation charges, for which you would be liable.
Terms and Conditions: Single Service Bookings
This section applies to all single service bookings that you make with us (e.g. accommodation only/flight only) when we acting in a Principal capacity.
1. Contract
Please read these booking conditions carefully as they, together with the specific information about your confirmed accommodation, form the basis of your contract with Kenwood Travel Ltd.
2. Prices
We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed.
3. Making a booking and payment
When you make your booking you must pay a deposit of 10% of the total cost of your accommodation or £100 per person, whichever is higher. Due to high season requirements you may be asked to pay a higher amount, which would be notified at the time of booking. All deposit payments are non –refundable. The balance of the price of your accommodation must be paid at least ten weeks before your departure date. In certain circumstances you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy. If the deposit and/or balance is not paid in time, we shall cancel your accommodation arrangements. If the balance is not paid in time we shall retain your deposit. The price of your accommodation was calculated using the foreign currency exchange rates in effect at the time of your booking. The cost of your accommodation does not include any extra chargeable services that you may use whilst at the accommodation, which must be paid direct to the hotel.
4. Your responsibility for your booking
When you make a booking you guarantee that you have the authority to accept, and do accept on behalf of your party, the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
5. Insurance
It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness.
6. If you’d like to change your booking
If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation or destination, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the person who made the booking or by calling through to our aftersales team 0n 02077499203. You will be asked to pay an administration charge of £50 per person and any further cost we incur in making this alteration. If, by changing your booking, there is an increase in the cost we will ask for a further 10% deposit on this amount if outside of 70 days or for the full amount in difference if inside 70 days of travel. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements (once airline tickets are issued or hotel stay during peak holiday periods) may not be changeable after a reservation has been made or paid in full and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Please note, any changes requested inside 42 days of travel, will be treated as per our cancellation terms of 100% loss unless otherwise advised that the holiday can be changed with any relevant fees applicable. If the change is possible, there will not be any reduction in the price you pay, if your new travel arrangements are lower in cost than your original booking.
If you have amended your booking multiple times, we do reserve the right to decline any further amendments and revert to our cancellation terms and conditions for your booking.
7. If you’d like to cancel your booking
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking, or your travel agent must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows:
Period before departure in which you notify us Cancellation charge
Outside of 70 days from travel Deposit only
69- 57 days from travel 50% of holiday cost
56-43 days from travel 75% of holiday cost
Inside 42 days of travel 100% of holiday cost
Note: In certain circumstances you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our standard cancellation policy.
8. If we change or cancel your holiday
We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. Changes: If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible, if there is time before your departure. You will have the choice of accepting the change of accommodation, or you can take any alternative accommodation we are able to offer you (you will pay the increase in cost if the replacement is advertised at a higher price than your original booking, or receive a refund of the difference if it is less expensive), or a refund of the money you’ve paid to us. In some cases, we will also pay compensation (see below). These options don’t apply for minor changes. Examples of minor changes include, but are not limited to, change of accommodation to another of the same or higher standard, temporary withdrawal of facilities or seasonal unavailability of amenities. Cancellation: We will not cancel your travel arrangements less than 2 weeks before your departure date, except for reasons of force majeure. If your holiday is cancelled you can either have a refund of all monies paid or accept an offer of alternative accommodation of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us. In some cases we will pay compensation (see below).
Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure Amount you will receive from us per person
Outside of 70 days from travel Nil
69 - 57 days from travel £20
56- 43 days from travel £30
Inside 42 days £40
9. Force majeure
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.
10. Our responsibility for your booking
We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:
i. Where the accommodation cannot be provided as booked due to circumstances beyond our control (see the Note in clause 8)
ii. Where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii. Where you incur any loss or damage that relates to any business activity.
iv. Where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury.
11. Behaviour
When you book accommodation through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.
12. Check-in and check-out
Check-in is normally allowed after 1500 hrs on the first day. If you check in after midnight your accommodation has been reserved for you from the previous day and this counts as the first night of your stay. Check-out is normally at 1000 hrs.
13. Special Requests
Any special requests must be advised to us at the time of booking or if after your booking is made, please email admin@kenwoodtravel.co.uk with your requests.
Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as an agent) to try and arrange your special requests; we cannot guarantee that they will be fulfilled. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us.
Unless otherwise advised of complimentary transfers as part of your package, our holidays do not include transfers from airports/hotels/cruise ports and vice versa. Transfers can be arranged at the time of booking or if you wish to add these on after your booking has been made, please contact our team on 02077497203 or email admin@kenwoodtravel.co.uk
14. Weddings
All weddings must be booked in conjunction with one of our holidays. You must be over 18 to book a wedding package however local laws for your chosen destination will determine the minimum age to marry. Your preferred wedding date needs to be requested from the relevant overseas authority and should this date not be available or if we are unable to arrange a suitable date, you will be entitled to a full refund of monies paid.
Package inclusions will vary depending on the hotel and offer at the time of booking. Any offer we feature with a free wedding package, will have the option to upgrade at an additional cost for more inclusions to enhance your wedding in resort.
The exact legal documentation required for each wedding destination is subject to change and is set by each respective country. It is your responsibility to refer to the website of the relevant country you are travelling to for the most up to date information. We cannot be held responsible for any changes in legislation or for any resulting fees payable by the wedding couple in order to comply with these legalities. However, please be aware any local authority will make the final decision on whether the wedding ceremony can go ahead and we have no control over this decision. It is also your responsibility to ensure original documentation is carried with you otherwise your wedding may not be able to proceed.
In general, our wedding packages once confirmed are non refundable, and should you need to amend your wedding arrangements will result in cancellation charges. If a change is possible withoutt cancellation charges, we will inform you of any administration fee and new costs applicable.
14. Complaints
If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and they who will endeavour to put things right. Alternatively please email customerservices@kenwoodtravel.co.uk with details of your concerns and a member of our team will be in touch as soon as possible. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.
It is strongly recommended that you communicate any complaint to our team without delay and complete a report form whilst in resort. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
Please bear in mind that we are only liable to compensate you in line with these booking conditions - in particular clause 10 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care.
15. Curtailment
If you abandon or cut short any element of your holiday and/or return home early in circumstances where i) you have no reasonable cause for complaint about the standard of accommodation and/or the holiday services provided, or ii) any lack of conformity could reasonably have been remedied via the provision of alternative arrangements by Kenwood Travel, your decision to curtail will be deemed elective. No refunds will be payable for any unused elements of your holiday, and we will not be in a position to assist with any associated costs that you incur while making onward arrangements and/or returning home. We will, however, be happy to provide you with general assistance upon request. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
16. Financial protection
We only provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements, such as accommodation only, this protection doesn’t apply.
17. ABTA
We are a member of ABTA, membership number 7456X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at: http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
18. Website content
At Kenwood Travel, we make every effort to ensure the accuracy of our website, and that the pricing is correct.
The ratings featured on our web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country. We endeavour to provide photographs and illustrations that give the Customer a depiction of the Services offered. The purpose of these photographs and illustrations is to show you the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose.
Kenwood Travel are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Hotels and ships may change facilities and property features without prior notification to Kenwood Travel. Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. Also, there may be an additional charge for extra beds or cots. Therefore, if you have a special requirement please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
19. Eligibility to travel
As a UK tour operator, some of our hotel rates may not be available to non-UK citizens, or expatriates living abroad. Therefore, when making a booking, you must advise us immediately if you hold a non-British passport, are a citizen of the country you are visiting, or are domicile in another country. Failure to advise Kenwood Travel of your status may result in additional costs or cancellation charges, for which you would be liable.
Cruise Only and Cruise Package Conditions
When you purchase a Cruise holiday through Kenwood Travel, we are acting as the Principal holiday provider. We provide the holiday services to you; your contract is with us and our full terms and conditions apply. Further conditions may also be applied by our suppliers and together these make the ‘conditions of contract’ and constitute the entire agreement between you and Kenwood Travel. Many of our supplier’s terms and conditions can be found on their websites and we can also provide you with a copy at the time of booking, upon request.
In some instances, we act as an ‘agent’ (retailer) we are selling a cruise. In such instances, your contract is with them as the Principal provider of your holiday arrangements, although the terms of our own retail booking conditions will may apply in some situations. When we are acting as an agent, the Principal provider’s details will be communicated to you. We can provide you with a copy of their full terms and conditions at the time of booking, upon request. By proceeding with a booking, you acknowledge that you have read and understood all the terms and conditions which apply to it and agree to be bound by them.
Prices
We reserve the right to alter any of our advertised prices. You will be advised of the current price of the cruise only or cruise package that you wish to book before your contract is confirmed. After your booking has been confirmed you may find that the cost of exactly the same holiday has changed. Due to market forces there may be an increase or a decrease in the cost but this would not affect your booking. Our suppliers do not allow us to cancel and rebook existing bookings to apply any new offers released.
Making a booking and payment
In order to confirm your chosen arrangements, you must pay a deposit (which, for some elements of your booking may be non-refundable), which may be higher than the standard deposit in order to secure specific types of airline tickets or cruise. Due to high season requirements, you may be asked to pay your full balance earlier than normal, of which would be notified at the time of booking. All deposit payments are non-refundable. The balance payment of your booking will vary to our normal terms and conditions of 10 weeks, and you may be asked to pay the balance earlier, due to our commitment to suppliers. Once this early payment has been made it becomes non-refundable, overriding our normal cancellation policy. If the deposit and/or balance is not paid in time, we shall cancel your arrangements and retain your deposit. The price of your holiday was calculated using the foreign currency exchange rates in effect at the time of your booking. The cost of your cruise does not include any extra chargeable services unless otherwise stated and must be paid direct on board or accommodation.
Your responsibility for your booking
When you make a booking, you guarantee that you have the authority to accept, and do accept on behalf of your party, the terms of these booking conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the confirmation and keeping your party informed.
Insurance
It is your responsibility to ensure that you are adequately insured. We strongly recommend that you take out insurance, which should include cover against the cost of cancellation by you and assistance (including repatriation) in the event of accident or illness.
If you’d like to change your booking
Any cancellation or amendment request must be sent to us in writing or by telephone call and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Supplier/Principal will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your Arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure). In addition, you must pay us an administration fee of £75 per person for any amendments to bookings. We will notify you of the exact charges at the time of amendment or cancellation.
If we change or cancel your holiday
We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time. We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed travel arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to accept the change being made to your reservation. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the supplier, but we accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal. Any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts are not claimable from us.
Compensation: If we cancel or make a major change we will pay compensation as detailed below except where the major change or cancellation arises due to reasons of force majeure. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure Amount you will receive from us per person
Outside of 70 days from travel Nil
69 - 57 days from travel £20
56- 43 days from travel £30
Inside 42 days £40
Force majeure
We will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport. No compensation, costs, expenses or any other sums, including the cost of securing alternative accommodation will be paid by us.
Our responsibility for your booking
We have a duty to select the cruise providers with reasonable skill and care. We have no liability to you for the actual provision of the cruise, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts or omissions of the provider or others. We also have no liability in the following situations:
- Where the accommodation cannot be provided as booked due to circumstances beyond our control
- Where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii. Where you incur any loss or damage that relates to any business activity.
- Where any loss or damage relates to any services which do not form part of our contract with you.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of three times the cost of your accommodation. This limit does not apply to cases involving death or injury.
Behaviour
When you book a cruise holiday through us, you accept responsibility for the proper conduct of all members of your party during your stay. We reserve the right at any time to terminate the stay of any party member(s) whose behaviour is such, in the reasonable opinion of the accommodation provider or us, as to cause or to be likely to cause danger, upset or distress to anyone else or damage to property. Full cancellation charges will then apply, and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation) you may occur as a result of your stay being terminated. If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation provider concerned for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation provider or any third party as a result.
Special Requests
Any special requests must be advised to us at the time of booking or if after your booking is made, please email admin@kenwoodtravel.co.uk with your requests.
Whilst every effort will be made by us (or the Supplier/Principal, where we are acting as an agent) to try and arrange your special requests; we cannot guarantee that they will be fulfilled. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us. Unless otherwise advised of complimentary transfers as part of your package, our holidays do not include transfers from airports/hotels/cruise ports and vice versa. Transfers can be arranged at the time of booking or if you wish to add these on after your booking has been made, please contact our team on 02077497203 or email admin@kenwoodtravel.co.uk
Complaints
If you have a problem during your holiday, please inform the relevant supplier and they who will endeavour to put things right. Alternatively, please email customerservices@kenwoodtravel.co.uk with details of your concerns and a member of our team will be in touch as soon as possible. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department, giving your booking reference and all other relevant information. Please keep your letter concise and to the point.
It is strongly recommended that you communicate any complaint to our team without delay and complete a report form whilst in resort. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
Please bear in mind that we are only liable to compensate you in line with these booking conditions - in particular clause 10 above makes clear that our obligation is to choose the accommodation provider with reasonable skill and care.
Curtailment
If you abandon or cut short any element of your holiday and/or return home early in circumstances where i) you have no reasonable cause for complaint about the standard of accommodation and/or the holiday services provided, or ii) any lack of conformity could reasonably have been remedied via the provision of alternative arrangements by Kenwood Travel, your decision to curtail will be deemed elective. No refunds will be payable for any unused elements of your holiday, and we will not be in a position to assist with any associated costs that you incur while making onward arrangements and/or returning home. We will, however, be happy to provide you with general assistance upon request. Depending on the circumstances, your travel insurance may offer cover for curtailment, and we suggest that any claim is made directly with them.
Financial protection
We only provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements, such as cruise only, this protection doesn’t apply.
Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
Flight
Out of date range bookings (i.e. flights) that can be made through us before such details on are released by the supplier/provider. Scheduled airlines for example, will generally not have their seats for sale until approximately 10 months before departure. Should this apply to you, we may not be able to confirm your exact airline, flight routing or flight times at the time of the booking and we will inform you of that at time of booking. We undertake not to increase the price if fares are higher than anticipated but, in some circumstances, will be in touch if we need to inform you of a difference in cost. If the flight seats do not become available or the cost increase we are unable to absorb, you will receive a refund of your deposit and that will be the limit of our liability.
Any amendments that we may make to the flight details, such as change in carrier, departure time and airport of departure would be considered as a minor change and would not be subject to any compensation or allow you to cancel reservations. The exception to this would be if the timings changed by more than 12 hours.
Credit card charges
We do not make a charge when you pay by either a credit or debit card, unless you wish to use a corporate card, in which case you should check with your consultant.
ABTA
We are a member of ABTA, membership number 7456X. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at: http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
Website content
At Kenwood Travel, we make every effort to ensure the accuracy of our website, and that the pricing is correct.
The ratings featured on our web site are offered as a general guide and do not necessarily represent any official grading system. Actual standards may vary between hotels and cruises of the same grade in different countries and even in the same country. Different countries have different standards; a 5* hotel in one country is not necessarily equivalent to a 5* hotel in another country. We endeavour to provide photographs and illustrations that give the Customer a depiction of the Services offered. The purpose of these photographs and illustrations is to show you the level of accommodation and the degree of comfort, and they must not be considered to be making any representation that exceeds this purpose.
Kenwood Travel are not responsible for any limitation in facilities because of other hotel, or ship guests or their activities. Hotels and ships may change facilities and property features without prior notification to Kenwood Travel. Images of room or cabin types do not necessarily represent the bed configuration of the room being purchased. Also, there may be an additional charge for extra beds or cots. Therefore, if you have a special requirement, please inform us at the time of booking and any special request will be forwarded to the supplier for consideration but is not guaranteed by us and does not form any part of our contract with you.
Eligibility to travel
As a UK tour operator, some of our rates may not be available to non-UK citizens, or expatriates living abroad. Therefore, when making a booking, you must advise us immediately if you hold a non-British passport, are a citizen of the country you are visiting, or are domicile in another country. Failure to advise Kenwood Travel of your status may result in additional costs or cancellation charges, for which you would be liable.
